What you’ll be doing

  • Lead a team of Customer Support Agents with set targets, SLAs and customer satisfaction expectations
  • Build out a knowledge base by synthesizing common customer concerns into simple, digestible articles
  • Grow team efficiency by training team members to elite levels, designing automation, crafting macros, or by any other means available
  • Reduce the number of tickets per customer by effectively communicating solvable problems to internal teams
  • Recruit and hire top agents
  • Establishing fraud and risk awareness strategies that help combat user manipulation of Slash’s platform and services 
  • Develop processes to review, detect, and stop suspicious ACH transactions and customer activity
  • Build a team of Fraud and Compliance specialists 
  • Work with product and business teams to incorporate customer feedback in order to constantly improve our product
  • Organize and execute your inbox, tasks, and objectives with our internal tool stack
  • Diligently follow through with proper documentation after handling customer concerns
  • Work and effectively communicate in a dynamic and fast-moving environment across engineering, product, risk, growth and go-to-market to develop product and system specifications, metrics, KPIs and support procedures

We’re looking for someone who

  • 5 years of CX experience
  • 1-3 years in a leadership position
  • Experience with American Financial systems
  • Familiarity with customer communication tools (Intercom, CRM, Analytics tools)
  • Excellent written and verbal communication
  • Wants to learn and get better every day
  • Chargeback and recovery experience 
  • Fraudulent and behavioral analysis experience 
  • Is not afraid of ambiguity and exercises excellent judgment
  • Desire to work in a fast-paced environment, continuously grow, and master your craft
  • Alignment with Slash’s core mission of helping our customers make more money
  • Familiarity with customer communication tools (Intercom, CRM, Analytics tools)
  • Passion for, or curiosity to learn, financial technology

What's in it for You?

  • Opportunity for high growth
  • High autonomy + ownership culture
  • Comprehensive health + benefits plan
  • Opportunity to work at a co-working space provided if desired
  • Quarterly team off-sites in fun locations

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